Joe Schnaufer
About Joe Schnaufer
Joe Schnaufer serves as the Vice President of Support Services at cleverbridge, where he has worked since 2010. With extensive experience in technology assessment and implementation, he specializes in service operations transformation and has a strong background in managing performance turnaround in contact centers.
Work at cleverbridge
Joe Schnaufer has served as Vice President Support Services at cleverbridge since 2010. His tenure spans 14 years, during which he has contributed to the company's operations in both Chicago, Illinois, and Cologne, Germany. In this role, he focuses on enhancing support services, leveraging his extensive background in technology assessment and implementation to improve customer experiences.
Previous Experience
Before joining cleverbridge, Joe Schnaufer held several key positions in the telecommunications and customer service sectors. He was Vice President Operations at StarTek from 2008 to 2010. Prior to that, he served as General Manager Customer Service at T-Mobile for one year in 2002-2003. His career also includes roles at ACN, Cingular Wireless/SBC, and Ameritech Cellular, where he gained significant experience in customer service management.
Education and Expertise
Joe Schnaufer earned a Bachelor of Science degree from DePaul University, where he studied Business with a minor in Industrial/Organizational Psychology. His educational background complements his professional expertise in rapid service startups, business process outsourcing, and performance turnaround in contact centers.
Specializations and Skills
Joe Schnaufer specializes in service operations transformation and has a proven track record in managing performance turnaround and reducing attrition in contact centers. He possesses deep expertise in both domestic and offshore customer service and technical support, and he has successfully led geographically dispersed teams with P&L responsibilities up to $100 million.
Strategic Planning and Management
In addition to his operational roles, Joe Schnaufer has experience in strategic planning and budgeting for large-scale operations. His skills in continuous improvement have been instrumental in driving employee and customer satisfaction to notable levels, demonstrating his capability in service operations management.